The player from Germany requested a permanent closure of his account at Silverplay due to a gambling problem, but the casino only closed it temporarily after a protracted process of 1.5 months and repeated email exchanges. He feels the casino's handling of his self-exclusion request is irresponsible and is seeking help and compensation for his avoidable losses.
Silverplay Casino - Player's account has been closed temporarily.
Amount: €2,000
Silverplay Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
4d 21h 39m 19s
Case summary
yesterday
Public
Public
3 days ago
Translation
Hello CasinoGuru Team,
On August 12, 2024, I explicitly requested via email (to support@silverplay.com and customercare@silverplay.com) a permanent closure of my account at Silverplay. Initially, I received no response. Finally, on August 26th (!), I received an email advising me to use a different email address (customerassist@silverplay.com) for my request, a typical strategy of NewEra B.V. casinos. So, I sent another email to the given address, highlighting my gambling problem, and on September 3rd, I received a reply directing me back to customercare@silverplay.com—the very same email address I used for my initial request. The casino only closed my account on September 23rd, and only for 30 days, allowing me to play again on the site, despite explicitly notifying the casino about my gambling addiction.
In my opinion, this is absolutely irresponsible. The casino will undoubtedly argue with their terms and conditions, but I created my account at Silverplay in June or July. A self-exclusion request should never take 1.5 months, and the account should have been permanently closed as requested. The account is currently open again, and all my losses at Silverplay could have been entirely avoidable if they had responded more swiftly and in the correct manner to my request made three times.
My complaints against New Era BV Casinos have been unsuccessful so far, but this case is beyond all others in the sheer audacity of the casino's actions!
I am asking for your help; I believe I deserve compensation.
Best regards,
Automatic translation:
Public
Public
2 days ago
Dear lolseinsohn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from Silverplay.com, he/she needs to contact us on the following email address: customercare@silverplay.com
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
Could you please forward me all self-exclusion requests together with any other relevant communication between you and the casino? My email address is kristina.s@casino.guru.
Do you currently have access to your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 days ago
Translation
Hello Kristina,
I will forward you all three emails as well as the emails from silverplay1.com.
I currently have unrestricted access to my player account, despite requesting a permanent ban three times.
The casino will argue with another part of their terms and conditions, namely that you can only request self-exclusion 30 days after creating the account. However, this does not apply in this case, as the account had already been in existence for 2 months at the time of the first email.
Best regards and many thanks
Automatic translation:
Casino Guru is examining the case
